Complaints

Do you have a complaint?

The Bereavement Authority of Ontario (BAO) handles complaints pursuant to the Funeral, Burial and Cremation Services Act, 2002(FBCSA). While the BAO attempts to resolve disputes wherever possible, the parties are encouraged to discuss their concerns before proceeding through the BAO’s complaint process (resolved within 60 business days unless otherwised notified):

licensee and complainant kept apprised of process throughout the investigation

final written response provided to both the licensee and the complainant

Pursuant to section 66 of the FBCSA, in handling complaints, the Registrar may do any of the following, as appropriate:

Attempt to mediate or resolve the complaint

Give the licensee a written warning

Require the licensee to attend a specified educational program

Refer the matter to the discipline committee

Please note: the Registrar cannot award damages or require refunds or discounts where services and/or merchandise have been provided.

Consumer protection in a marketplace that is safe, secure and professional, is a priority for the Bereavement Authority of Ontario. As a regulator, the organization depends on the information and feedback provided by consumers and stakeholders to enhance service standards and identify learning opportunities for the sector.

Experiencing the loss of a loved one can be difficult. Consumers often consult with licensed bereavement professionals when making final arrangements. Circumstances may arise where a consumer believes that a licensed professional has not met certain legal and/or ethical obligations under the Funeral, Burial and Cremation Services Act, 2002.

The Bereavement Authority of Ontario (BAO) offers consumers a free complaint handling process where need arises. Consumers are urged to first try to resolve the issue with the licensee or manager of the facility before filing a complaint with the BAO. Please know that we are here to listen to your concerns and try to facilitate a resolution. However, the BAO cannot compel licensees and/or operators to return funds, provide services and/or offer compensation for services/merchandise already provided. Consumers may always exercise the option of consulting with independent legal counsel.

The BAO offers you immediate access to resources that will help you understand the Complaint Handling Process. Please make sure that you have read the BAO’s complaint process. We would like to help you understand how the BAO will administer information obtained through the complaints handling process. The BAO encourages you to review our Access and Privacy Policy.

The following information is provided to help you understand the complaint process:

Information will be collected from you to commence the complaints process, including your name, phone number, email and municipal address. The BAO is committed to protecting personal information but will share certain information with third parties to effectively process your complaint (e.g., the licensee(s) who is subject to your complaint and/or a law enforcement agency). The sharing of this information will help to address your concerns and can also protect other consumers.

The BAO acts in the public interest and is grateful for consumer input that furthers this objective. We strive to inform the public and provide them with tools needed to make informed bereavement related transactions. The BAO will occasionally publish limited information received in relation to a complaint to better inform consumers and educate licensees. The publication of such information takes place in a respectful and prudent manner.

The BAO is thorough and diligent in processing complaints. Complainants have an important role: it is important to recognize that the BAO will rely upon information you have provided as true, accurate and complete to the best of your knowledge and recollection.

Please contact complaints@thebao.ca if you have any questions about the BAO’s complaint handling process or this form.

I CONFIRM THAT I HAVE READ AND UNDERSTOOD THE COMPLAINT ACKNOWLEDGEMENT AND CONSENT FORM. I AUTHORIZE THE BAO TO COLLECT, USE, EXCHANGE AND PUBLISH DATA AND INFORMATION RELATED TO MY COMPLAINT AS DESCRIBED HEREIN

I Agree *

Drop files here to upload

Please be accurate and thorough in order to assist us in handling this matter as quickly and effectively as possible.

Personal information gathered in this form is collected under the authority of the Funeral, Burial and Cremation Services Act, 2002. The Bereavement Authority of Ontario requires contact information so that a response can be provided to the complaint. Details will also be retained for statistical purposes.